Consumer Behavior
Shoppers love in-store tech that boosts customer experience
Photo by istock.com
December 17, 2021
Nearly half (47%) of shoppers welcome in-store technology if it enhances the customer experience and one that mimics the online experience.
That's the prime finding of Bazaarvoice Inc.'s "State of Retail Report" that polled over 8,000 consumers in the U.S., U.K., France, Germany, Australia and Canada.
U.S. survey highlights include:
- When consumers were asked what technologies they would like to see integrated into the in-store experience, virtual displays showing other customers' reviews, photos, and videos (36%), QR codes that can be scanned to read reviews (34%), and availability of live/up-to-date star ratings in-store based on customer feedback (33%) were three of the most popular answers. Around a third of brands and retailers said those were the types of technologies they plan to integrate into the in-store experience.
- Brands and retailers ranked reviews (64%) and customer photo and video content (43%) as the most influential elements of their sales and advertising efforts. Both consumers (9%) and brands and retailers (19%) ranked celebrity endorsements dead last.
